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What is Strong Customer Authentication?

Strong Customer Authentication is a European regulatory requirement which aims at making online payments more secure.

As a result of this requirement, on some occasions (when logging in or completing a transaction) we may ask you for additional authentication either via a 6-digit SMS code sent to your mobile phone or via a 6-digit email verification code sent to your primary e-mail address (used in combination with your Secure ID). Keep in mind that each verification code is valid for 15 minutes only.

If you have downloaded, installed, and signed into the NETELLER mobile app at least once in the past, you may also receive a push notification on your mobile device to authenticate you. 

How can I update and/or verify my phone number? 

  1. Log into your NETELLER account via a web browser. *This feature is currently not available on the mobile app. Instead, log in to your account from a web browser.
  2. Go to Settings > Personal details > Phone number
  3. You’ll see the options to Add, Verify and/or Edit your mobile number – just follow the on-screen instructions

To avoid any service interruptions, make sure your registered phone number is verified and up to date. 

How do I change my primary registered email address?

*This feature is currently not available on the mobile app. Instead, log in to your account from a web browser.

With NETELLER you can have up to 5 registered emails at a time. The email verification procedure is not mandatory, and you can use your email address without verifying it. However, to make a secondary email a primary one, you would need to verify it first.

To add an email to your NETELLER account:

  1. Login to your NETELLER account
  2. Go to Settings > Personal details > Email addresses > Add an email address

To verify your email address:

  1. Login to your NETELLER account
  2. Go to Settings > Personal details > Email addresses
  3. Click the Verify link next to your email address.
  4. An automated email with a 6-digit code (valid for 15 minutes) is sent to your registered email address. You need to confirm the code to complete the email verification process.

To make a verified secondary email a primary one, click Make Primary next to the email address in the Settings > Personal Details section.

To avoid any service interruptions, make sure your registered email address is verified and up to date.

Can I skip the Strong Customer Authentication?

*This feature is currently not available on the mobile app. Instead, log in to your account from a web browser.

Yes, you can skip it on some occasions:

When you sign into your account, you may check the ‘Don't ask me again on this device’ box to make your logins fast and easy. To manage your trusted devices, go to the Settings > Security > Trusted devices section of your account.

When you instruct a payment to another customer, during the confirmation step, you may flag the recipient as ‘trusted’ to make the next payments to them faster.

 

How can I disable two-factor authentication (2FA)? 

*This feature is currently not available on the mobile app. Instead, log in to your account from a web browser.

To do this, visit section Settings > Security and click Manage in the 2-factor authentication tab. You should then delete the codes from your Google Authenticator app, too. Depending on your device, you may have to click on the code itself and keep your finger on it in order to have the option to delete it.


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